How did the Indonesian bank CIMB Niaga make banking simpler, better, and more human for its customers? By aligning a customer-centric vision with the power of WhatsApp, a platform used by nearly every segment of the Indonesian population. Lusiana Saleh, Head of Digital Banking and Contact Center at CIMB Niaga, shares the strategic approach to delivering an accessible, secured, and seamless banking experience: ✨ Personalized Access: Establishing WhatsApp as a platform for personalized, one-to-one
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